The Satisfied Customer
Author | : Claes Fornell |
Publisher | : St. Martin's Press |
Total Pages | : 272 |
Release | : 2007-11-27 |
ISBN-10 | : 9780230608627 |
ISBN-13 | : 0230608620 |
Rating | : 4/5 (27 Downloads) |
Download or read book The Satisfied Customer written by Claes Fornell and published by St. Martin's Press. This book was released on 2007-11-27 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: When faced with the choice between cutting costs or improving customer service, most companies focus on tangible assets. But in our service economy, the most important asset is intangible: a company's relationship with its customers. The Satisfied Customer is a blueprint for understanding this fact of modern business and reveals the unheralded value of customer satisfaction. Drawing on the results of a massive survey of American consumer satisfaction and including examples from companies like Home Depot and UPS, Fornell presents some surprising conclusions about outreach strategy (exceeding a customer's expectations is risky, and increasing customer complaints can actually be a good thing). He also explains how to quantify and increase the value of a firm's customer relationships--what he calls the Customer Asset.